ServiceNow Virtual Agent and Knowledge Management Specialist-5+ years

6 days ago

India Tekgence Inc Full time

ServiceNow Virtual Agent and Knowledge Management Specialist

Location: Bangalore, Hybrid ( have to travel thrice a week to the Office)

Contract duration: 12+ months

Competence Requirements - Technical:

  1. Minimum 5 years of experience in ServiceNow architecture, solution design, and solution implementation.
  2. Very good understanding of ServiceNow development and implementation of best practices.
  3. Experience with ServiceNow Virtual Agent.
  4. Experience with Chat Bot technologies in general.
  5. Ideally, experience with other Digital Workplace and End-user Support related tooling, such as Contact Center Solutions, Nexthink, MS Teams, etc.
  6. Software development experience.
  7. Basic understanding of IT User Support processes.
  8. Basic understanding of digital workplace services.
  9. Data Protection understanding and GDPR awareness

Additional Responsibilities:

  1. Ensure continuous development of existing Digital Workplace services delivered on ServiceNow by understanding customer needs and market trends.
  2. Establish and maintain relationships with ServiceNow regarding Digital Workplace.
  3. Work closely with IT and HR VA process owners and extended teams daily.
  4. Experience developing within one or more ServiceNow modules or features such as CSM, FSM, SPM, Service Portal, Virtual Agent, Performance Analytics, and Predictive Intelligence.
  5. Understanding and experience in a domain-separated environment is a strong plus.
  6. Strong organizational and analytical skills, capable of working effectively in a team environment and delivering projects on time.
  7. ServiceNow Administrator certification is a minimum requirement; ServiceNow Certified Application Developer certification is a plus.
  8. Proficient in system integration using web services and other web-based technologies (e.g., XML, HTML, AJAX, CSS, REST/SOAP).
  9. Excellent communication, presentation, and writing skills.
  10. Familiarity with other ITSM software (Autotask, ConnectWise, BMC, LANDesk, Cherwell) is advantageous.
  11. Exceptional troubleshooting skills and ability to influence stakeholders and team members in a consultative manner.
  12. Experience in developing and implementing ServiceNow ITSM modules such as Incident Management, Problem Management, Configuration Management, Change Management, and Knowledge Management, or other ITSM applications.
  13. Ability to extend the ServiceNow schema to create custom applications.
  14. Proficiency in technical and functional design requirements related to ServiceNow.
  15. Skilled in creating and managing scripts and workflows.
  16. Proficiency in one or more scripting languages, such as JavaScript, Python, Perl, Unix Shell, or Windows Shell.
  17. Fundamental understanding of ITSM, ITIL, or CMDB concepts.
  18. Experience with Business Rules, Script Includes, UI Actions, and Scheduled Jobs - all scripted aspects of the ServiceNow system.
  19. Familiarity with ServiceNow client and server-side JavaScript and ServiceNow APIs.
  20. Knowledge of scripted web services, AJAX, JavaScript, SOAP, REST, and SSO-SAML setup.

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